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Returning a Product
If you wish to return a product to petsmart.com, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped products. Note: we do not accept returns or exchanges on prescription medication products.
Return to Store
To find a convenient store location, use the Store Locator. Returns are accepted in-store with the following:
- The packing slip or shipping confirmation email as Proof of Purchase
- If paid for by credit card, the credit card used to purchase the merchandise
Return by Mail
- On the bottom of your packing slip, select the reason for return.
- Call our Customer Care Team at 888-839-9638 to receive a return authorization number and shipping label. Our team is available to assist daily from 7am-Midnight ET
- Affix the RETURN shipping label provided to you on the outside of the box and package the items for your return
Include the RMA (Return Authorization) Number in the box, and drop the package off at your local FexEx pickup location. Visit fedex.com/locate to find the nearest FedEx pickup location. Ship Return to:
2221 John Glenn Avenue
Columbus, OH 43217
- Retain a copy of the packing slip and tracking number for your return shipment.
- You will receive an email notification when your return is processed. Please allow 3-7 days for credit processing depending on your bank.
- Pack the product securely in the original product packaging, if possible. Please include all paperwork, parts and accessories. All products must be returned in good condition to ensure credit.
- Enclose the bottom perforated portion of the original packing slip with the product. Please keep the top portion for your records. If you cannot send your packing slip, please include your order number, billing name and address with the product.
- Before sending your return shipment, please remove all extra labels from the outside of the package.
Unable to locate your packing slip? Download a merchandise return form.
- All return shipping charges must be prepaid. We cannot accept COD deliveries.
- We recommend that you use FedEx or Insured Parcel Post for your return.
- Keep the Return Tracking Number for your return package to monitor delivery status.
- Refunds are issued in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
- Credit for gift returns will be issued to the original purchaser.
- You will be refunded the return shipping cost if the return is a result of a manufacturing defect or shipping error.
- Products ordered on petsmart.com can be returned to a PetSmart retail store.
To contact our Customer Care Department, please phone us at 888-839-9638 from 7:00 a.m. to 12:00 a.m. (ET) 7 days a week or email us 24/7 at PetSmart Customer Care.